Guest Relations Agent

Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.

Keep Mis-en-place ready for VIP arrival (Reg. cards, room keys, welcome drink)

Register and process check in/out for all VIPs guests efficiently and professionally.

Escort VIP guests to their rooms.

Update guest information into the computer after a complete check in.

Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed

Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time

Resolve guest's complaints/ requests and liaise with the department concerned to ensure immediately follow up

Handle issuance of guest room key cards and ensure effective control for guest security.

Ensure that all messages, mails and packages are delivered to the guest room.

Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.

Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.

Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.

Follow up with Bell desk regards shuttle Bus.

Daily courteous calls to VIP rooms, so too with other guests.

Report any unusual occurrences or requested to manager.

Be aware of the hotel accident Prevention Policies.

Ensure the cleanliness and neatness of front office area.

Review logbook, verify outstanding and follow up pending. Identify if any special assignment for the day.

Check Hotel situation, occupancy, functions, groups, VIPs.

Re-announce VIP rooms to Housekeeping and F&B departments.

Check if all departure details for the day have been taken, as well as for the next day.

To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.

File daily guest relations report and documents systematically.

Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.

Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.

To effectively handle all guest complaints concerning Guest Relations in co-ordination with the Guest Relations Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager where necessary.

Desired Candidate Profile

University Degree in Hotel Management Fresher or a minimum of 1 year experience in a similar role in a 5-star hotel preferably on the same role Have excellent communication skills, empathy, patience, and courteous demeanor